About the session
We have teamed up with the Veterinary Client Mediation Service (VCMS) and VDS Training to bring you a series of free 45-minute webinars for the whole veterinary team.
Communication is not just an individual skill but a team competence. By navigating communication hot spots, teams can build trust and enhance the overall client journey.
Effectively managing challenging emotions in the client journey is crucial for a positive outcome. By learning to navigate stressful situations, handling upset clients with empathy, and establishing clear boundaries, teams can enhance client satisfaction and avoid complaints.
In this engaging webinar, we delve into the intricacies of the client journey, placing a spotlight on the power of effective communication. The session centres around a case study, unravelling the journey through various communication hot spots. Participants will gain valuable insights into the choices available at these critical junctures and explore examples of de-escalation language.
What to expect:
- Expert Guidance: Learn from seasoned professionals with a wealth of experience in client management and communication.
- Case Studies: Dive deep into practical examples that illustrate successful strategies and pitfalls to avoid.
- Interactive Q&A Sessions: Engage with our experts, get your questions answered, and participate in discussions with like-minded professionals.
- Actionable Takeaways: Acquire practical skills and techniques that you can implement immediately to enhance your client interactions.
Speakers
- BVA President Anna Judson
- Alison Scull, VCMS Resolution Manager
- Ruth Serlin, VDS Training Consultant